Dialer Manager

Gurgaon Full-time

Job Description

The Contact Center Technology Solutions team is looking for a technical leader to join our delivery team, ensuring the solutions we build are technically sound and secure. We are looking for someone who is passionate about customer service technology and can build, test, deploy and maintain innovation contact centre applications.

Responsibilities

  • Scale and revamp the existing contact centre solution to meet the rapidly growing business demands.
  • Develop, test, deploy and maintain global contact center technology solutions.
  • Ensure platform availability and security objectives are met through continuous monitoring, patching and proactive remediation.
  • Collaborate with the vendor(s) for technical support; serving as a liaison between OYO’s business and the vendor.
  • Utilize expertise in multiple domains and technologies (breadth and depth) to generate innovative, disruptive ideas that can be demonstrated via Proof of Concept initiatives.
  • Contribute to comprehensive technical and financial assessment(s) for requested initiatives, such as security compliance, end of life upgrades and new feature enhancements.

Qualifications

Bachelor's Degree with emphasis in Computer Science or Information Technology with 10+ years of experience

  • Hands on experience with call centre technology  & Infrastructure setup across multiple functional areas (Voice, Email, Chat, Reporting, Workforce Management, IVR, Workflow Distribution, and/or Interaction Recording, CTI, ACD ). Specific experience with C-Zentrix is a plus.
  • Understanding IVR development experience will be considered a plus.
  • Positive influencing skills both verbally and through the preparation of written materials in order to build relationships and effectively communicate business needs to internal technology groups.
  • Have strong knowledge of SDLC, project management, execution and delivery understanding with attention to detail around SLA metrics, DevOps model, accountability and operational excellence. Bonus points for PMP or ITIL
  • A team player who places great emphasis on collective achievement within his/her team and who possesses strong interpersonal skills and a demonstrated ability to handle multiple priorities and sustaining a high level of performance when under pressure.

 

Apply for this opening at http://oyorooms.recruiterbox.com/jobs/fk0154s?apply=true